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Squarespace 5 Help

For questions about the legacy Squarespace 5 platform, please visit its Help Center:

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Regain access to your account

If you’ve tried to recover your Squarespace account and still can’t access it, we’re here to help. Please enter as much information as you can, but if you’re not sure about specific details, provide your best guess.

Before you begin:

• Did you already try to recover your account through the login page? We’ll ask you to try that first if you haven’t yet.

• For your security, we’ll only provide account details to the account holder.

If you have a tax exemption certificate, attach it here. .pdf, .png, .jpeg file formats are accepted.

Use this form to submit a request about exemption from sales tax collected for Squarespace payments.

Enter the details of your request here. If you’re not based in a country or state where we collect taxes, and you believe we shouldn’t collect taxes from you, please explain.

If you have feedback about how we collect sales tax, submit it here.
Your feedback helps make Squarespace better, and we review every request we receive. Please note that we can't reply individually, but we’ll contact you if we need more details.

General sales tax feedback

Request an exemption from sales tax

Help and support during the
Coronavirus Pandemic

We understand the tremendous challenges the Coronavirus pandemic is causing for people and small businesses across the world. Here at Squarespace Customer Support, we’re doing everything we can to answer your questions and provide assistance to our community.

If you need support during these uncertain times, submit the following form and we’ll look into options for you. Please provide specific details regarding your issue or request, such as:

• Pause or cancel my subscription

• Discuss options for financial relief from subscription costs

• Help me adjust my site to the current situation

• Advise me on how to best set up my new site

• Enable a specific feature on my site

A member of our team will respond as quickly as possible.

Upload a screenshot of the issue you’re having, or the site content you'd like to modify, so we can help you more quickly. Learn how to take a screenshot here: http://sqsp.link/w5Jigj

Have a Squarespace Account?

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Log in so we can identify you and customise your experience.

Support during the Coronavirus Pandemic: Our Customer Support team is handling a high volume of requests while working remotely. We’re here to help, but our live chat hours may be shorter and response times may be longer than usual.

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Please use this form to submit a request regarding a deceased Squarespace customer’s site. Our deepest condolences go out to you and your family during this time, and we appreciate your patience as we work through your request.
Due to privacy concerns and restrictions, we unfortunately can't provide you with administrative control of the site. However, if an immediate family member or legal representative completes the form below, we may be able to grant Billing permissions so the site can remain active or cancel any active subscriptions.
Note that Billing permissions don't include the ability to edit the site's content. You can read more about this here.
A note regarding Squarespace 5 sites:
Squarespace 5, our legacy platform, doesn't allow permissions to be edited. However, we can cancel or remove the site.

Submit a request about a deceased customer’s website

URL of the site connected to the deceased user’s account

Any comments, requests, or concerns we should know?

Please attach the following documents:
• An image of your government-issued ID, such as a driver’s license, passport, military ID, or permanent resident card. This is for proof of your relationship to the deceased.
• An image of the deceased person’s obituary, death certificate, and/or other documents.
• Any additional documents, such as Legal Representation documentation.

Delete My Account

Before you request to delete your Squarespace account, please review this guide to:

• Understand what happens when we delete your account.

• Make sure it’s what you really want to do.

• Take a few steps to prepare. For example, you’ll need to cancel all subscriptions first.

Once you submit your request, you’ll receive an email from our team to verify your account access and confirm that this request wasn’t made in error.

Delete My Account Request Verification Form

Before you provide your government issued ID below, did you know that you can submit a request to delete your account to Squarespace here (without providing your ID)? This form is only for people who have lost access to: (1) their Squarespace account; or (2) the email address associated with their Squarespace account.

Please upload a copy of some form of government issued ID (i.e. driver's license or passport). You may blur out any sensitive information before you upload.

Email address for communication regarding your request

Upload ID

Questions about Squarespace Select

To learn more about Squarespace Select, our premium plan for dedicated site support, visit this Help guide.

If you still have questions about the Select plan, complete the fields below to send us a message.

Note: While our most popular guides have been translated into Spanish, some guides are only available in English.

Using Google Analytics with Squarespace

Last updated March 19, 2020 16:17

Sections

Use our built-in integration to connect your site to Google Analytics for visitor tracking and other reporting. To start, you'll need a Google Analytics account. You can sign up here.

Note: This is a built-in integration with Google Analytics. If you use this option, you don't need to add separate script code.

Add your Google Analytics tracking ID

To connect Google Analytics to your site:

In the Home Menu, click Settings, and then click Advanced.

Click External API Keys.

In the Google Analytics Account Number field, enter your tracking ID for this site. For help finding this ID, visit Google's documentation.

Click Save.

It may take up to 24 hours for site statistics to populate in Google Analytics.

Hide your activity

Every time you preview a page when you're logged in, Google Analytics registers it as a page view. If you don't want data from your visits mixed in with data from visitors, you can create a filter in Google Analytics to exclude your IP address. To learn how, visit Google's documentation on excluding internal traffic. For help finding your IP address, see About IP addresses.

This is a change from how Google Analytics interacted with Squarespace 6.

Conversion tracking

If you're using Google Analytics to track conversions for your eCommerce store, Squarespace sends the following information to Google Analytics for every received order:

Differences between Squarespace and Google Analytics

There are always variations between any two analytics platforms based on how each platform is built to calculate results.

Counting internal traffic when logged in

Squarespace doesn’t count internal traffic when you’re logged in. Google Analytics does, but you can set up a filter to exclude certain IP addresses.

Filtering bots and non-human activity

Squarespace and Google Analytics have different measures for filtering non-human traffic like crawlers and bots.

Rounding numbers based on sample data

In Squarespace, numbers are always calculated from your full visitor activity, no matter your audience size. In Google Analytics, some numbers may be estimates based on a sample of visitors. Learn more in Google’s documentation.

Counting visits spanning two days

Our platforms take different approaches to late-night browsing sessions that span the midnight boundary, where a visitor starts on your site before midnight and ends the next day.

In Squarespace, a single visitor session that straddles the midnight boundary counts as one visit. In Google Analytics, a single visitor session that straddles the midnight boundary is split into two visits.

Tracking Commerce conversion

Some Squarespace users who track sales in both platforms have reported that Google Analytics occasionally misses some orders.

Note: In Google Analytics, you might see traffic coming from a URL ending in /?sqsscreenshot=true, which you can disregard. The traffic comes from a tool that creates the site's screenshot in your Account Dashboard.

Recording location data

In Geography, we identify visitors by location. Google has a similar tracking method, but due to differences in the way each service records IP addresses, you may see discrepancies between locations on Squarespace Analytics and Google Analytics.